Head of Operations

About Company

Pay10.com is a UAE-headquartered fintech company licensed and regulated by the Central Bank of the UAE under the Retail Payment Services & Card Schemes (RPSCS), Stored Value Facilities (SVF), and Open Finance frameworks.

As part of our regional growth, we’re expanding into Egypt one of the fastest-growing fintech markets in the MENA region. Pay10 Egypt will bring cutting-edge digital payment solutions to businesses and consumers, including payment gateway services, merchant acquiring, cross-border transfers, and open finance capabilities.

Key Responsibilities

Business Support :

• Develop and implement operational strategies that align with business objectives and drive efficiency
• Share best practice for internal process setup and excellent customer experience
• Lead the process setup for transaction flows, fund movement, reconciliation and settlement
• Lead process setup and update for new product launch and additional service offered
• Participate and sign off system development, UAT and Go live

Team Management:

• Lead and motivate a team, fostering collaboration and high performance
• Optimize operational policies and procedures to enhance service delivery.
• Define and monitor KPIs, ensuring adherence to quality and compliance standards.
• Oversee resource allocation to ensure cost-effectiveness

Stakeholder Management:

• Collaborate with internal and external stakeholders to maintain operational excellence.
• Participating in vendor selection process based on market study
• Lead and represent Operations function for internal and external Audits

Operations Centre:

• Setup and Lead Operations Centre providing round the clock support to Merchants and Consumer
• Regular monitoring the performance of representatives and support function
• Monitor on SLA and TAT for query and issue resolution
• Monitor on overall uptime and availability of support function
• Work closely with Sales and Product on digital APM offering and post-sales support

Payment Domain expertise:

• Define and implement workflows for Digital wallet and Pre-Paid Card usage
• Manage dispute, refund, reversal and settlement flows within TAT

Qualifications & Experience

• Bachelor’s degree in Business Administration, Finance, Operations Management, or a related field (Master’s preferred).
• 10+ years of experience in operations within the payments, fintech, or banking industry.
• Strong understanding of payment systems, merchant acquiring, and digital wallet operations.
• Experience in managing fund flow, settlement, and reconciliation processes.
• Proven experience in leading large operations teams and setting up new business processes.
• Excellent stakeholder management and vendor negotiation skills.
• Strong analytical, organizational, and leadership capabilities.
• Familiarity with local regulatory and compliance requirements within the financial services sector.